Highlights

We empower Victorians to exercise their consumer rights by providing them with information and support. We continue to work with partner organisations to improve the information we provide, and to target groups with specialised information needs.

In 2016-17, we provided information and advice to over 325,000 callers to our telephone service and responded to almost 60,000 written and online queries. Our social media presence continues to grow with over 36,500 Facebook likes and 9,487 Twitter followers.

In June 2017, we launched a new responsive website providing significant enhancements to usability and accessibility, and enabling seamless access from any device or platform.
Our digital first approach provides comprehensive web information that consumers, tenants and businesses can access about issues that affect them. In 2016–17, our website received almost four million visits, an increase of about 500,000 on the previous year. This channel continues to be the most frequented by those accessing our services.

Our myCAV registration system allows over 41,000 registered incorporated associations to access and update their information online. This year incorporated associations made more than 52,000 online transactions.

While we provide the necessary information for consumers to resolve issues themselves, we recognise the importance of providing specialised services to Victorians in need of more intensive support. In 2016-17, over 400 consumers were assisted by the Consumer Advice and Assistance Program, our state-wide advocacy service, and over 31,000 were supported by our financial counselling service.

Information, advice and assistance provided to consumers

2014-15

2015-16

2016-17

Information and advice

Calls answered

352,369

349,985

325,7731

Advice provided to resolve disputes

Disputes finalised

8,975

8,409

8,626

Digital

Website visits

2,942,816

3,456,755

3,956,932

Letters and email contacts

59,432

62,669

59,525

Twitter followers

6,832

8,120

9,487

Facebook page likes

23,628

28,548

36,555

YouTube video views

411,456

52,526

72,4882

Community information

Information sessions

931

831

946

Face-to-face or intensive assistance (funded community services)

Victorians assisted under the Consumer Advice and Assistance Program

446

429

430

Clients assisted with financial counselling

34,453

34,139

31,106

MoneyHelp3 website visits

878,029

640,020

565,214

1An increase in uptake of our digital services, with 500,000 more website visits in 2016-17, resulted in a reduced need for further telephone assistance.

2YouTube views in 2015-16 and 2016-17 were largely organic; in previous years, views were increased through paid promotion when YouTube videos were promoted as a key part of campaigns, such as ‘Stevie’s Scam School'.

3MoneyHelp is the website for the Victorian arm of the National Debt Helpline.